AT&T CRM Training and Communication Rollout – Case Study

Project Title

Reducing End-User Help Desk Engagement
AT&T Business Solutions - Sales Enablement
Client: AT&T – Sales Process Engineering Division
Timeline: 2003–2006

Challenge

Following the launch of a new enterprise-wide CRM system, AT&T Business Solutions experienced a surge in Tier 1 help desk calls. Most inquiries were simple “how do I” questions. Despite existing training, users preferred contextual, in-system support. A scalable, just-in-time training solution was urgently needed to relieve help desk strain and support adoption.

Goals

• Design scalable, role-based learning for sales reps
• Deliver system updates and guidance in clear, accessible formats
• Reduce Tier 1 help desk volume
• Support in-application learning with real-time tools

My Role

Instructional Designer and Communications Specialist — I led the strategy, design, and delivery of training and support communications in collaboration with developers, analysts, and internal stakeholders.

Solutions Delivered

• eLearning modules, video tutorials, and printable job aids
• Animated walkthroughs and multimedia content via Adobe Creative Cloud
• Context-sensitive help with Siebel CRM’s iHelp, tied to user actions
• Deep-linked Word-based job aids from iHelp to LMS resources
• Internal communications and launch messaging
• Knowledge hub in SharePoint for FAQs, updates, and documentation

Results

• 70% reduction in help desk tickets in 60 days
• 85% CRM adoption in the first quarter
• 40% reduction in new user onboarding time
• Executive recognition for strategic impact and innovation